Reservations Supervisor: Lead Bookings & Guest Satisfaction

Courtyard by Marriott; Kuala Lumpur; On-site; MYR 44,640 - 66,960; Full time

Job summary

Courtyard by Marriott Kuala Lumpur is seeking a Reservations-focused team member to oversee room blocks, group codes, and booking procedures. You will manage reservation requests, changes, and cancellations via phone, fax, or mail, while ensuring accurate billing and policy explanations to guests.

The role emphasizes delivering excellent guest service, training and guiding new staff, and maintaining strong cross-departmental communication to optimize revenue and guest satisfaction.

Qualifications

• Education: High school diploma or GED equivalent.
• Related work experience: at least 2 years.
• Supervisory experience: at least 1 year.
• License or Certification: None.

Responsibilities

• Oversee accuracy of room blocks, reservations, and group market codes.
• Communicate company values and culture to new employees.
• Review and implement new Reservations procedures.
• Process all reservation requests, changes, and cancellations received by phone, fax, or mail.
• Identify guest reservation needs and determine appropriate room type.
• Verify availability of room type and rate.
• Explain guarantee, special rate, and cancellation policies to callers.
• Accommodate and document special requests.
• Answer questions about property facilities/services and room accommodations.
• Follow sales techniques to maximize revenue.
• Input and access data in reservation system.
• Respond to challenges for accommodating rooming requests.
• Set-up proper billing accounts according to Accounting policies.
• Troubleshoot, resolve, and document guest issues or escalate as needed.
• Assist management in training, scheduling, counseling, motivating and coaching employees; serve as role model.
• Follow all company policies; maintain professionalism and confidentiality.
• Welcome and acknowledge guests; anticipate and address service needs.
• Speak clearly, prepare written documents accurately; answer telephones with etiquette.
• Develop and maintain positive working relationships.
• Comply with quality assurance standards.

Skills

2+ years related work experience

Supervisory experience

Education

High school diploma or GED

Job description

Courtyard by Marriott Kuala Lumpur is seeking a Reservations-focused team member to oversee room blocks, group codes, and booking procedures. You will manage reservation requests, changes, and cancellations via phone, fax, or mail, while ensuring accurate billing and policy explanations to guests.

The role emphasizes delivering excellent guest service, training and guiding new staff, and maintaining strong cross-departmental communication to optimize revenue and guest satisfaction.